We hope you read this edition of CP cover to cover. A lot of emphasis is placed on VoIP in Trend Watch and Expert Advice, and we’ll help you to handle agent e-mail overload in Special Report. You’ll learn how to coach with confidence in Feature Focus, as well as learn the training and linguistic secrets of Indian agents who sound North American in Site Selection. Plus, we’ll share stories of how effective ergonomics can decrease workers’ compensation claims in Vendor Showcase. And of course, that’s just the beginning.

Rhonda C. Proctor, Editor